Digital Operations Engineer

We are looking for an enthusiastic individual to join our Digital Operations team as a Digital Operations Engineer. This role is perfect for someone who loves balancing customer care and technical support, has a knack for handling high-priority situations under pressure, and enjoys managing mini-projects to meet deadlines.

The Digital Operations Team is the second line of defence for support of more than 75 Company websites. They have a great level of knowledge of the websites and Digital applications used by our Editorial teams, and an excellent level of customer service. The team fixes as many issues as they can and deals with requests/incidents for all Digital applications and site builds, resolving 95% of the issues before passing them onto 3rd-line support.

In this role, you will be providing high-level technical support to your fellow employees through phone, email, Google chat, or remote access. You will handle a variety of tasks, prioritising them as needed, and communicate effectively within our team and the broader Digital community. You will also have the chance to contribute to improving our processes and collaborate on our team Knowledge Base. Part of your responsibilities will include sending out communications and maintaining reference materials for the team. You will lead and assist in mini-projects as requested by the team and customers, ensuring products are delivered by their launch dates. Managing high-priority incidents under pressure and conducting post-incident reviews will be key aspects of your role. This position requires you to be methodical and able to meet deadlines. Comprehensive training will be provided to get you up to speed.

As part of our team, the ideal candidate should be supportive and effective, with a commitment to achieving team goals while prioritising customer needs. Building and maintaining positive relationships with customers and team members is crucial. We are looking for a candidate who is passionate about delivering exceptional customer support, demonstrates a strong desire to achieve the highest level of customer service, and possesses effective communication skills that enable positive interactions via phone, email, and chat. We seek someone who loves solving problems and can think creatively to assist our customers promptly. Success in this role comes from being organised, managing your time effectively, and staying motivated. Strong written skills for clear documentation and email communication are necessary. Working to deadlines in a busy, sometimes high-pressure environment is important too. An intermediate level of technical knowledge in PC, mobile, and web applications is essential, along with an understanding of internet operations and functions. Experience with content management systems is a plus!

A level of flexibility is required in this role, as there will be times where rota cover is needed during business and out-of-office hours, sometimes at short notice.

We are offering a competitive salary and benefits including:

• Help saving for your retirement - join our pension scheme and we’ll match contributions up to 6%
• 25 days’ holiday per year when you join. After three, five and ten years’ service with Reach, you’ll accrue one additional day of annual leave.
• Holiday Purchase Scheme
• Giving back day - an additional day’s leave each year to support a cause close to your heart
• Enhanced family leave - including maternity, paternity and adoption - eligible after just six months’ employment
• Private Healthcare Cash Plan - free health cash plan so you can claim back cash for a range of medical expenses
• Wellbeing support - including a 24/7 employee assistance programme (EAP) for you and your nearest and dearest
• Awesome career opportunities - support from your line manager and a range of learning & development programmes

We are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief, and sexual orientation.